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At a time when relationship building is priority one for customer service organizations, Yahoo Inc. dares to admit what some companies believe but few will say: Not every call is important to the overall customer service strategy. In contrast, American Express’ Weinbaum said the company has been adopting changes to help zero in on every customer. |
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Wednesday, 16 November 2011 |
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Even when a situation is not easily resolved, a caring and motivated person can usually find a way to help. There is always an alternative to the C-word. One of these three, or some variation to suit your business, will fit almost any circumstance: |
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Wednesday, 16 November 2011 |
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Your whole enterprise depends on them... but if your front-line service people feel like they're on the low end of the totem pole, your customers are going to feel that way, too. It is never too late to change that dynamic! |
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Wednesday, 16 November 2011 |
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While customers use social media platforms to complain about service or product, only half of them expect a company response – a low bar for customer service performance. This is good since only three out of ten companies respond to customer service complaints made via Twitter. |
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Wednesday, 16 November 2011 |
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One of the best outcomes from the social media explosion is that the customer service bar has been raised. Now that more people are freely sharing their customer experiences—both good and bad—with the world, quality customer service has become imperative. |
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Wednesday, 16 November 2011 |
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These days, Americans are more inclined to patch up household products like vacuum cleaners, blenders and mowers rather than junking them. This wave of frugality is increasing call volume to customer help lines, prompting some companies to boost their call-center staffing and offer more online tutorials on fixing and maintaining household machinery. |
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Wednesday, 16 November 2011 |
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Great customer relationships: Hard to establish, easy to ruin — especially when you say the wrong things. |
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Friday, 07 October 2011 |
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The Web trumped the phone as the most popular channel, with respondents saying they use the phone 50% of the time vs. searching for answers online 58% of the time, sending an email to customer service 61% of the time, and reading online FAQs 66% of the time. |
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Friday, 07 October 2011 |
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Running a customer-facing function can make a lot of sense for CIOs, says Goodman, because they "have an awareness of the challenges, knowledge of the [technology] solutions, and can put them together to create a much better customer experience." |
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Friday, 07 October 2011 |
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But it’s not only the platforms for complaint that are changing. The timescales involved are changing, too. Almost two-thirds (63%) of those who have complained using social media punched in their posts on the day they felt aggrieved. |
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Friday, 07 October 2011 |
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